Date Received: 2019-07-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Citizens One Auto Finance located at XXXX XXXX Rhode Island places an inquiry on XX/XX/2018 XXXX XXXX located in XXXX Alabama, XXXX XXXX XXXX XXXX XXXX has many unauthorized inquires appearing on all 3 of my major credit bureaus. The FCRA protects consumers against these unlawful practices. I have requested that this inquiry be removed from my credit report unless they can provide a signed application and a copy of my government issued ID.
Company Response:
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Getting a line of credit
Subissue:
Consumer Complaint: In XXXX I applied for a personal loan with Citizens bank after receiving a pre-qualified offer. I was approved for XXXX but, after being persuaded to seek a lesser amount by my Citizens representative, applied for XXXX. A hard inquiry was placed on my credit report and I was approved for the loan. The next day I was a lsked to send documents to an email address, which I did however after I receive no response for a few days I called to confirm the receipt of said documents. We got to the point where I was told I had been given the wrong email address and the representative provided me with the correct email address. Not only did this delay the processing of my application but also put my personal information at risk. I resent the documents on XX/XX/XXXX and received an email notification on XX/XX/XXXX confirming the receipt. No further communication was put forth to me from Citizens Bank until XX/XX/XXXX when I called them. I was informed that less than 24 hours after the documents had been received on the XXXX they had processed a decline because they had not received the information. When I spoke to a manager the story was changed to they could not verify some part of the information. They were not able to tell me which part if my information was problematic just that the only way to reconsider the application was to fill out a new application and have a new hard inquiry put on my credit report once again. This whole experience had been misleading and the fact that I was given the wrong email address to send personal information to is grossly unprofessional and alarming.
Company Response:
State: CA
Zip: 91387
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I make deposit with my bank and it on hold for10 business days. Spoke with Manager of Customer Service XXXX XXXX out of XXXX PA. Very abrasive and do not want listen any think ask about his boss, he give no name saying he will call you back in 3 Business days.
Company Response:
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XX/XX/2019, I spoke with the branch manager, XXXX, at The Citizens Bank, XXXX XXXX, XXXX branch regarding the source to pay any overdrafts on my account. While I did have a line of credit attached to the checking account, I made several requests to change the source of overdraft payments to my savings account, and the branch manager, XXXX, acknowledged the request, and confirmed it was done. Apparently it was not done, about a week later, still in XX/XX/2019, an overdraft was funded by the line of credit instead of the savings account, and then reported to the credit bureau that I went over the account limit. I requested the negative reporting be removed, but the bank said the report was correct. They made an error at my expense. In XXXX I spoke with XXXX, a senior customer service rep, ( XXXX ), who " escalated '' the case to XXXX, ( XXXX ) XXXX, of the " chairman 's office ''. It has been almost a month, and they have yet to resolve, or even give me a response, despite repeated calls to " XXXX ''. This was a bank error, and the report was untrue, and should be removed, as it is hurting my credit.
Company Response:
State: MA
Zip: 02215
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a new One Deposit Checking account with Citizens Bank on XX/XX/2019. The online signup page states that I will be receiving a {$600.00} bonus with a single employer direct deposit of {$2000.00} and the bonus will be posted by XX/XX/XXXX. I completed the requirements on XX/XX/XXXX. The bonus has not been posted as of today. I have made repeated attempts to contact the bank via secure message but my inquiries remain unanswered. I have also included screenshots of the offer page and the bonus posting schedule below.
Company Response:
State: MA
Zip: 02127
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I closed my bank acct with Citizens Bank on XX/XX/XXXX, 2019.. I have the message stating my acct is closed..An automated credit card payment for {$200.00} was put thru 2 months later from XXXX XXXX and I was charged all these fees for insufficient funds. It was put thru 3 times so 3 times I was charged. I now have approximately {$240.00} in fees between credit cd charging insufficient funds and bank charges. This acct should have been closed. I was already paying credit card from my new bank acct. when I stopped auto payments thru credit card it only stopped 1 payment and not all which was very confusing. I called credit card and they stated there was nothing they could do.
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-06
Issue: Problem when making payments
Subissue:
Consumer Complaint: We have multiple personal and business accounts with Citizens ' Bank. One of these accounts is an equity line of credit. It automatically deducts the interest to pay off the account from our checking account monthly. Any principal has to be paid separately which we've been doing on-line via the Citizens Bank website regularly. When I tried to pay the principal from the Transfer tab of their website today, it no longer provides an option to pay off the principal! After calling customer service, I learned that I can now pay using their new system on their website transferring from my checking account, but my intended principal payments will go to interest and be 'held ' until the monthly date the principal is paid off and then any balance paid to my principal. Are they actually allowed to do that? My other choices include : write a check, call and make a payment, go to a branch, or go to a completely separate URL and enter personal information. There is no place on this new URL that indicates what they will do with your personal information or its relationship with Citizens. All of these options are ridiculous and the one they suggest- going to this other URL is possibly unsafe.
Company Response:
State: MA
Zip: 02143
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Customer Service Misleading Info Citizen Bank XXXX MA / Customer Service Misleading Info XXXX XXXX XXXX XXXX I recently opened a bank account and I am awaiting to deposit my retro lump sum in my account. However a one time {$7.00} overdraft is costing me hundreds of dollar now to oay bank. I was told when I opened this account there is a one time fee of {$35.00}. per month. My accouny is charged {$35.00}. every three days. How can I pay this when I am being charged all these overdraft fees???? I am pending my XXXX and I have no income. I am trying every week to deposit funds but the overdrafts is excessive. PLEASE CONTACT ME BEFORE I GO TO, XXXX, FDIC, FEDS AND CONGRESS. I am kindly reaching out firstly for assistance. Thank You. XXXX XXXX
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have applied for an Fannie Mae refinance on XX/XX/2019, through Citizens Bank, who have already given me a Home Equity Line of credit and personal loan to renovate my home. My mortgage banker XXXX XXXX was very helpful and seemed to think the deal was cut and dry. After the initial paystubs and tax documents submitted, XXXX XXXX said the process should take 45-60 days, even with a few items to be completed on the home, ie : additional bathrooms and decking need completion. I was locked into a mortgage rate at 4.375 %, which has expired due to bank dragging out the process since XXXX XXXX left the bank. The refinance is to incorporate all of my building expenses, that were taken from the equity, personal loan and credit cards, which funded the construction. At the beginning of this process, I had a credit score in the 780 's, and able to show income to support the approval of a loan and have {$300000.00} in equity after recent appraisal. As time goes on, my credit scores drops monthly due to credit cards being at their max levels from construction costs, which will make it difficult for me to start over with another lender if Citizens denies my application. Since we started the process, my original mortgage banker has " left '' the company or was fired and I was assigned to his manager, XXXX XXXX. Every week, XXXX XXXX asks for one document or another and stalls the process out- one week or two weeks at a clip, after receiving same. There is no mention of a potential closing and there is a huge lack of communication between the bank and I, as to how far we are in the process. XXXX XXXX will not take phone calls with me and limits communication to single email requests. As each week goes by another request comes from the bank and another week passes. They even have requested that we have 3x reserves, but will not accept cash on hand, that we have held from our equity line. Recently, XXXX XXXX requested that I put a hand-rail on our temporary deck and informed me that the Appraiser would need to take pictures of same. Today is XX/XX/2019 and XXXX XXXX just informed me that the appraiser didn't send her what they requested and therefore we have more delays. With XX/XX/XXXX upon us, we are seeing another long holiday give Citizens bank another 2 weeks of inactivity on my file. It appears that Citizens keeps moving the goal posts and delaying the process, for reasons unknown to me. While time keeps escaping, I am paying high interests on loans that Citizens gave me- to do the renovations and I am stuck in a virtual whirlpool of loan application uncertainty. I would like the CFPB to investigate my file to make sure that Citizens bank is processing my application fairly, as the constant delays and requests for documents, seem to be delay tactics extending me into the summer and placing me at risk for a higher interest rate mortgage.
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2019-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: Citizens Bank allowed an imposter to open a business account fraudulently using my name, then granted this imposter access to my personal accounts on-line. Once on-line access was granted, the imposter transferred over {$45000.00} from my HELOC to their new fraudulent business on XX/XX/2019. Then numerous XXXX withdrawls and cash advances were permitted by Citizens. As of XX/XX/2019, Citizens bank has not returned the HELOC back to the prior level. Also, Citizens has not given me access to my personal checking and savings dollars, accounting for an additional {$70000.00}. This lack of access has resulted in several late and returned payments. I have not heard when I will have my personal accounts and HELOC amount back to their levels/balances prior to XX/XX/2019. Citizens allowed an imposter to impermissibly gain access to my personal accounts in CT, and I live in PA.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2019-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A